I overcame a difficult work situation when I was volunteering at a charity shop I have previously worked at. The customer was being rude and cutting in the line. I explained to the customer that she cant cut in line and that she would have to go to the back of the line. She continued to refuse to do so which meant that I had to get the store manager who then told the lady that she would have to either go to the back of the line or leave the store completely.